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Service Support Senior – Team Lead Operations

Charles Schwab Corporation

This is a Full-time position in Phoenix, AZ posted August 4, 2021.

The Distributed/Server Administrator for Information Technology Operations (ITO) is the primary point of contact for technology teams and vendors.

This position participates in the technical administration of server systems, monitoring, acknowledging of enterprise wide alerts and performing Incident and Organizational change.

The role provides incident triages and facilitation of technical recovery call conference with various engineering teams to ensure production system environment operate reliably and efficiently.

This is a 24/7/365 mission critical operation.

This role will operate the hours of 7a
– 430p ET, Monday to Friday shift during US trading pre-market to market hours.Operational Leadership:Manage day to day Data Center IT Operations for Distributed/Server environment.Monitor MoogSoft Alerts/Situations per alert handling procedures ensuring Service Level event acknowledgment is met.Actively lead team to define thresholds, alerts and notification as needed.Handle partner concerns, workflow on Incident & Problem tickets per incident handling procedures, while ensuring Service Levels are met.Continually maintain technology change awareness that may occur during market hours.Identify and create operational procedures to improve IT operational readiness.Make tactical decisions based on strategic goals and objectivesCoordinate training and onboarding of new staff, and continuous training for junior and peer team members.Service Delivery:Interface on behalf of ITO operations with technology support partners.Facilitate Tech conference calls involving several technology and business teams leading to service restoration.

Collaborate with technology partners professionally while ensuring services offeredBachelor’s degree in Computer Science, or related field with an information technology focus or equivalent experience.5 years of demonstrated ability in a large scale 24×7 high availability data center environment (1000+ servers)Hold specialized knowledge and understanding of Distributed/Server Operating Systems obtained through formal technical training.

Experience with load balancers, to add/remove servers and/or service portsA solid understanding of UNIX and Windows Server-based operating systems with strong background with paging/swapping, inter-process communication, device drivers and file system concepts.Proficiency with server administration, virtual server environments and cloud computing Familiarity with Remedy/SmartIT service management tools.Web server IIS administration and basic LAN/WAN experience is a plusStrong problem solving and decision-making skills focusing on efficient service restoration.Ability to pay close attention to details while performing technically detailed tasks.IT management experience with process development and improvement.Experience in implementing key IT standardized process and methodologies (ITIL, Event Management, Incident, Problem and Knowledge Management)A change agent and forward thinking, ability to influence team with continuous operational and technology changes.